Setting customer as assignee in Jira Servicedesk

[Mikael Witt]

Hi,

We have the need to be able to set the assignee-field or an equivalent custom field that we ca set the name for. Our flow of tickets is basically reversed from the "normal" flow, we create the tickets and would need to assign them on "Customer".

Best regards

/Micke

[Vytautas Chamutovskij]

Hi Mikael.

          Try the following (I've tried it on Jira SD 4.7.1):

          1. Add to your workflow Create transition post function Assign issue to reporter

          2. Add to your workflow Create transition post function (after post function issue assignment to reporter) to set reporter as current user or creator (via script runner or JSU)

          3. Create new issue on behalf of required customer and add him to Request participiants (mandatory! Otherwise assigned customer can't do anything on issue)

[Ignacio Pulgar]

For that purpose, usually a Service Desk Agent creates a request on behalf of a customer by setting the Reporter field with the appropriate Service Desk Customer.

Note that it requires Modify Reporter permission.

Hope it helps.

[Mikael Witt]

Hi Ignacio,

This does not really cover our use-case, the reporter is us and the customer should be the assignee. We operate a type of monitoring service where we might discover issues, but only the customer can fix the problems.

If you support the "customer" for the "reporter" field, why not for the "assignee" field?

Is there any possibility to create a customer field where you can list the "customers"?

Best regards

/Micke

[Ignacio Pulgar]

What do you need the customers to be able to do exactly?

What would that user field be used for?

The customers capabilities are limited by their free license type.

[Mikael Witt]

I understand, the reason is mostly to reflect the actual status/relationship, but also to be able to use terms already well known in our internal organization. That said, it would be great if the customer could set the resolution in addition to closing and commenting...

The field would also be used for reporting and analysis of cases.

Br

/Micke